Last October a driver reversed into my car, which needed a new door as a result. No one was injured, the driver accepted liability and the claim was straightforward. The repair bill has been paid. The problem arose when I renewed my insurance with Liverpool Victoria (LV=) through the broker, Insurance Factory.

I was quoted £329 if my no-claims bonus had been preserved but at that time my status was "accident pending" and there was no option but to reinsure without my no-claims bonus and pay £512. I was told I would get a refund of the difference, £183, and have my no-claims status reinstated. Despite hours on the phone to both companies, this still hasn't happened. MY, Totnes, Devon

When LV= told you the claim had been closed it should also have let the Insurance Factory know the situation.

LV= blames a system error for failing to send that letter, which resulted in confusion between the two companies.

LV= has now contacted the Insurance Factory to confirm your claim has been closed and that it should reinstate your no-claims discount. The Insurance Factory has since confirmed to you that the refund will shortly arrive. LV= is sending you a hamper to apologise.

You can email Margaret Dibben at your.problems@observer.co.uk or write to Margaret Dibben, Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU and include a telephone number. Do not enclose SAEs or original documents. The newspaper accepts no legal responsibility for advice.